Rockland Trust Mobile Banking Center
Frequently Asked Questions
Q. What is Rockland Trust Mobile Banking?
A. Rockland Trust's Mobile Banking gives you access to your accounts from your mobile web browser or a downloadable mobile banking application, depending on your preference and your phone capabilities. Both options allow you to: view account balances, search recent account activity, transfer funds, pay bills and find nearest ATM or branch locations.
Q. Do I have to be enrolled in online banking before I can use mobile banking?
A. No. Mobile banking can be used by any Rockland Trust customer who has active mobile eligible bank account(s). Click here and follow the easy instructions to enroll your device.
Q. How do I access mobile banking on my phone's browser?
A. After successful activation, your phone will receive a text message with your mobile banking URL. You can visit the site at any time at m.rocklandtrust.com from your phone's browser.
Q. How do I signup for mobile banking?
A. There are three ways to sign up for mobile banking. If you are an existing online banking customer, you can enroll directly from your phone using the mobile banking URL m.rocklandtrust.com or you can access online banking on your computer, then click on the Administration tab and choose the mobile banking option. If you are not an online banking customer, select this link to enroll.
Q. How do I optimize my mobile web experience?
A. We recommend three steps for an optimal experience: 1) Ensure your phone's browser has cookies enabled. 2) Enable style sheets on your browser. 3) Bookmark our mobile banking site m.rocklandtrust.com
Q. Is mobile banking supported on my phone?
A. Mobile banking is supported on most phones with a mobile web browser that supports cookies. In addition, the mobile application is now available on most smartphones including iPhone®, Android™and BlackBerry®. Both mobile web and mobile applications can be found by entering the mobile web URL m.rocklandtrust.com in your phone's browser.
Back to top >>
Q. How do I install the downloadable application?
A. Your phone will receive a text message from 30279. Select to view (or open) the message (you can also view it later by going to your phone's text message inbox).
- Select the URL link m.rocklandtrust.com in the text message. This is typically done by selecting a command on your phone's menu, such as "Connect" or "Go To"
- You will then be brought to a page with a download link. Click this link to download the application
- When finished, you will be notified that the download completed
- After launching the application for the first time, you may be asked to give permission to access the data network. You will need to grant permission in order to proceed
Q. How much does this service cost?
A. There is currently no charge associated with this service. However, there may be charges associated with text messaging and data usage on your phone. Check with your wireless phone carrier for more information.
Q. Is it secure?
A. Yes. The mobile banking service utilizes best practices from online banking, such as HTTPS, 128-bit SSL encryption, and/or password access and application time-out when your phone is not in use. Only the phones that you personally enroll in the service can access your accounts. In addition, no account data is ever stored on your phone. And in the event your phone is lost or stolen, the service can be immediately disabled by calling us at 800.222.2299 weekdays 7:00 a.m. to 8:00 p.m., Saturday 8:00 a.m. - 5:00 p.m. and Sunday 12:00 p.m. to 4:00 p.m.
Q. Which wireless carriers are supported?
A. We support all the popular US wireless phone carriers, including AT&T, Sprint, T-Mobile and Verizon. If your carrier is not listed when you enroll, select "Other" and try the Mobile Web option at m.rocklandtrust.com, or check back later, as new carriers will be added over time.
Q. Do I need a text message or data plan?
A. Yes, a text messaging and/or data plan is typically needed, as data usage can become expensive without them. Please check with your wireless carrier for more information.
Q. What is activation?
A. Activation is a one-time process that helps ensure your security. An activation code is issued to you on the online enrollment site. You will need to enter this code on your device, when prompted, to begin text banking. We recommend you print your activation code and installation instructions for easy reference during installation.
Q. Does Rockland Trust have an app for my mobile device?
A. Yes. Rockland Trust has custom apps for the iPhone, Android, and BlackBerry devices.
Q. Can I use mobile banking at any time?
A. Yes. Mobile banking is available 24 hours a day, 7 days a week.
Q. Can I pay a bill using mobile banking?
A. Not at this time. We anticipate having this feature available later this year.
Q. What number do I text to access text mobile banking?
A. Once enrolled text to 30279 to access the features of text mobile banking.
Back to top >>
Q. What happens if I get locked out of mobile banking?
A. Call the Rockland Trust Customer Information Center.
Representatives are available to assist you by calling: 800.222.2299 weekdays 7:00 a.m. to 8:00 p.m., Saturday 8:00 a.m. - 5:00 p.m. and Sunday 12:00 p.m. to 4:00 p.m.
Q. What do I do if I forget my username or password?
A. Online banking users can use the "Forgot Password" option found after logging into their online banking account. Otherwise, please contact our Customer Information Center, numbers and times are listed above.
Q. What is the website I need to access for mobile web banking?
A. Type m.rocklandtrust.com to access the login page from your mobile device.
Q. How can I change my mobile banking settings?
A. You are able to add a device, disable or remove a device by visiting the mobile banking website either by logging into online banking and choosing mobile banking under the administrative menu or if you are not an online banking customer by logging in here. You may disable text banking by sending a text with the letter "S" to 30279.
Q. Do I need a new user ID and password to use mobile banking?
A. No. You will use your same user ID and password you use to access online banking. If you are not an online banking user, the enrollment process will allow you to set up a user ID and password.
Q. What are the shortcut text banking commands?
A. B: Summary of available balances for all accounts
H: Summary of recent transactions per account
T: Perform transfers between eligible accounts
C: List of available commands
L: Receive a URL for the Rockland Trust mobile web website
HE: Help content for text banking
S: Deactivate all Rockland Trust text services
NOTE: You can check for additional available commands by activating your phone and sending C to 30279.
Q. Can I use multiple mobile devices to access Rockland Trust Mobile Banking?
A. Yes. You can use multiple mobile devices to sign on to mobile banking; you can add a device by using the mobile banking website via online banking or if not an online banking customer, click here.
Back to top >>
Q. My mobile banking seems slow...why?
A. Connection speeds may vary for different wireless service providers, different data usage plans, and different geographical locations. If you experience a slow response while mobile web browsing or during data transmission, please check with your wireless service provider.
Q. Can I bookmark your site for future use?
A. Yes. To access mobile banking, enter m.rocklandtrust.com in the URL field of the web browser of your mobile phone. Bookmark the URL on your first visit to access the website for future visits.
Q. Does mobile banking require software to be installed on my cell phone or smartphone?
A. It depends. If you have an Android,r Blackberry or iPhone, you can download apps that will take advantage of your smartphone features when using mobile banking. We also offer mobile banking as a browser-based offering or text based mobile banking that does not require any software to be loaded on the mobile device.
Q. How do I know if I can access mobile web banking through my cell phone?
A. If you have a mobile Internet browser and Internet access from your phone, it's likely you can use mobile web banking. Your mobile phone must support WAP (Wireless Application Protocol) 2.0 or higher, the international standard for applications using wireless communication. Most phones today support WAP. Display of your account information may vary depending on your phone. If you are using an older device that does not contain the required security features to use mobile banking, you may need to upgrade to a newer device to use mobile web banking. You may incur and are responsible for charges assessed by your wireless provider.
Q. Which Rockland Trust accounts can I make transfers to/from in mobile banking?
A. Transfers can be made to and from your own Rockland Trust accounts.
Q. How do I know if my transfer was submitted successfully?
A. Upon successful completion of a transfer, a confirmation message displays on the screen. Depending on which mobile banking product you are using it will say successfully transferred, transfer approved or transfer completed. The confirmation message includes at least the transaction amount and the accounts. It may also include a confirmation number or the date. If you do not receive a confirmation message, review your transaction history to make sure that the transfer was processed. You may also contact us for assistance at 800.222.2299.
Q. How do I securely leave my mobile banking browser session?
A. Select the Sign Off link to sign out of mobile banking, and then close your browser through your mobile device browsing options. If you are using a downloadable app, click on sign off to stop your mobile banking session.
Q. Can someone intercept my mobile banking transactions?
A. The 128-bit SSL encryption protects your information as it travels from your mobile device to Rockland Trust. The 128-bit SSL encryption technology is the same encryption that safeguards Internet traffic for secure web applications.
Q. What are some tips to keep my mobile banking experience safe?
A. Here are some tips and general good practices for banking on your mobile device:
- Download and apply security updates and patches to your mobile browser when they are made available by your wireless provider. These are designed to provide you with protection from known possible security problems
- To prevent viruses or other unwanted problems, do not open attachments from unknown or untrustworthy sources
- Do not install pirated software or software from unknown sources
- Limit unauthorized access to your cell phone. Do not leave your mobile phone unattended during an open mobile banking session
- Never save your User ID and Password in the mobile phone, in memos, or anywhere on your device
- Always remember to log off properly using the "Sign Off" button when you have completed your mobile banking activities
- Be aware of the potential for fraudulent mobile banking apps
Back to top >>
Q. If a customer is under 18 can they access mobile banking?
A. No. Since mobile banking allows customers to make transactions, minors can not be set up for mobile at this time.
Q. Is mobile banking as secure as other Rockland Trust online services?
A. Mobile banking offers the same security features and protection as our other online services, including encryption and security questions. Mobile banking users are protected by:
- Firewall systems and intrusion detection software
- Encryption of sensitive information that protects information sent over the Internet
- Internationally recognized security standards and industry best practices
- Profile and Password security
Troubleshooting Tips
Q. I tried to download the Android app from your website but I was blocked. What can I do?
A. If you are comfortable changing your security settings to accept apps from other providers, you can do this and download it directly from our site. If you don't want to change security settings, you should go to the Android Marketplace, find the Rockland Trust Mobile Banking app and download it without having to change your settings.
Q. When I try to access mobile web at m.rocklandtrust.com I get a search result from Yahoo asking me if I meant something else together with a list of results that don't make sense. What should I do?
A. Make sure you are entering m.rocklandtrust.com in your phone's web address bar and not in the search field. If you are presently using text banking, you can send the command L and you will be sent back the link which you can click on to be taken to the mobile web page. Once you are there you can save the link as a shortcut.
Q. What if I have an iPad or an iPod Touch that is not connected through the phone company and want to access mobile banking through wifi?
A. During enrollment choose "Other/iPod Touch" . Under the phone number, you can enter your landline.
Q. during enrollment, what do I choose if my carrier is not listed?
A. You can choose "Other/iPod Touch."
Q. I enrolled my phone number but did not receive a text message. What should I do?
A. Typically you should receive a text message within a few minutes after enrolling, however sometimes mobile carriers experience delays which slow down text message delivery. While waiting, make sure your phone has a wireless signal. In addition, be sure you entered the correct phone number on the enrollment site. If you still do not receive it, try to enroll again. If the problem continues, contact your wireless carrier to be sure text messaging is enabled on your phone.
Q. I received an activation code but never used it. What do I do now?
A. Activation codes expire after a specific period of time (usually 24 hours). If you need a new one, return to the mobile banking enrollment page and request a new activation code.
Q. What happens if I get a new phone or change phone numbers?
A. If you get a new phone or change phone numbers, be sure to return to the mobile banking website via your PC and update your phone profile. We recommend removing your old phone and re-enrolling your new phone.
Q. I activated mobile banking on my phone's browser. Why am I being asked to activate again?
A. At the time of activation, a "cookie" is stored on your phone's browser which allows the mobile banking system to remember that you activated. The cookie is only visible by the mobile banking system and does not contain personal information. Some phones may require you to enable cookies or periodically erase them, requiring reactivation. If you are experiencing this issue, check your phone settings to ensure that cookies are enabled. If cookies are enabled and the issue persists, please contact your mobile network carrier for cookie support information on your mobile phone. If you would like to reactivate, text R or RECOVER to 30279. If Rockland Trust supports enrollment on your mobile phone, you will not need to provide an activation code. However, you may be asked to enroll again due to issues with cookies.
Q. Why are text commands not working?
A. If you have an auto signature added to all of your texts, our system will receive those characters and will try to make sense of them. Since the signature doesn't match a command, all of your texts to us will be interpreted wrong. Please shut off automated signatures when texting commands within our text banking product.
Q. My mobile device shows I have a strong signal, yet I cannot connect to the mobile web site on my device. What causes this to occur?
A. The signal display on the mobile device is an indication of the phone's ability to place calls. The mobile banking website requires a data network to perform data exchanges. The problem you described could be due to lack of signal or due to no data connection on the mobile device. Please contact your wireless service provider for assistance.
Q. What happens if I lose communication/signal during a transaction?
A. If you do not receive a confirmation message due to a lost signal, you may verify a transaction by reviewing your transaction in mobile banking. You may also contact us for assistance at 800.222.2299 weekdays 7:00 a.m. to 8:00 p.m., Saturday 8:00 a.m. - 5:00 p.m. and Sunday 12:00 p.m. to 4:00 p.m.
Q. What if I lose my mobile phone?
A. There will be no financial information from Rockland Trust saved on your mobile phone as part of our mobile banking service. Do not save images during your mobile banking session to your phone. Do not add your login credentials to the memo pad or voice record them on your mobile device, as this information could then be obtained by others. Password protect your mobile device if possible. You may temporarily disable or permanently remove your phone from mobile banking by visiting the mobile banking web page available through online banking, or if you're not an online banking customer, at this link .
Back to top >>